Air Canada launches pilot project to resolve compensation claims faster

Air Canada is launching a pilot project to resolve compensation claims more quickly.

The airline is asking 500 randomly selected customers if they want their complaints referred to by an independent arbitrator.

The claims often revolve around demands for refunds or compensation after a flight delay or cancellation.

This is to alleviate a record high backlog of 96,000 complaints the Canadian Transportation Agency is dealing with.

Most claims deal with requests for refunds or compensation after a flight delay or cancellation.

Consumer rights advocates had met the move with skepticism, which hints at growing frustration with the current framework, where cases can take years to conclude despite a staffing boost in the last few years.

Funded by Air Canada, the parallel arbitration track will be run by a subsidiary of U.K.-based CDRL Group, a non-profit that resolves dispute claims in areas ranging from retail to utilities.

The adjudicator would rule on the claims within 90 days of receiving “full information” from both sides, Air Canada said.

With files from The Canadian Press.

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